A Guide to Selecting CRM/311 Software in 2024

A CRM/311 solution can be a game changer for local government agencies. From streamling resident services to facilitating better internal collaboration and improving data collection, there are a lot of benefits of a CRM for any agency.

Deciding which CRM to select from a wide variety of choices can be tough. While many companies offer similar functionality at their core, their features, service and costs may vary widely, making it difficult to conduct an apples-to-apples comparison.

Every local government agency has their own unique situation, meaning every software search will be different. If your agency is currently evaluating local government CRM software and you’re having difficulty comparing solutions, we invite you to check out our checklist of steps and criteria to reference during the decision-making process.

Step 1: Identify values and establish priorities.

Software evaluation should start with your goals in mind. Ask yourself:

• What problems are we trying to solve?

• What do we hope to achieve with a new CRM?

Some common objectives of a CRM include:

• Increasing your agency’s ability to make more data-driven decisions

• Streamlining the customer service process for residents submitting issues

• Better facilitating internal collaboration between different departments

• Providing instant, real-time data and reporting for internal stakeholders

• Saving time on repetitive tasks so employees can focus on more complex priorities

• Creating a modern, tech-forward perception of your municipality

Related Reading: 3 Steps to Kick-Start Your Local Government Software Search

Step 2: Evaluate features and services.

Once you have your priorities in mind, then you can begin to evaluate which features and services are “must-have” versus “nice-to-have.” Some common areas to consider include:

Automations and Workflows

Automations take care of mundane tasks that don’t require skill, but do require time and mental capacity. As you compare the automations between different solutions, look for:

• Does this system offer workflows that will automatically route service requests to the correct department, or will we still need to manually assign requests internally?

• Are workflows configured by the company during implementation, or will we need to set up our own workflows?

• Are notifications sent automatically to staff and residents when requests are updated?

• Is information such as GIS location information, request categories, etc. auto-populated into the new case/work order?

Case Management

CRM software for local governments is built specifically to aid agencies in managing inquiries and requests from residents. Some key CRM case management features to look for include:

• Does the solution have the ability to escalate priority issues?

• Does it offer documentation to help stay on track of SLAs?

• Does the solution include a contact database that allows staff to view resident information, including contact information, request history, and communication preferences?

Multi-Channel Resident Experience

Residents increasingly expect digital means of communication and customer service when contacting their local governments. CRM software can help agencies improve the resident experience through multi-channel means.

• Does the solution offer multiple channels of communications, including email and SMS notifications?

• Does the solution offer either a downloadable app or an app-like mobile experience for residents?

• Can residents digitally track the status of their submission without having to contact a staff member?

• Does the solution offer multi-language support?

• Can your agency publish a knowledge base or FAQ content through the resident portal?

Ease of Use

When software is intuitive and easy to use, it’s more likely to be embraced by both staff and residents. Software that isn’t intuitive will leave both groups prone to choosing workarounds that bypass the software, undermining your investment in it.

• Does the solution look and feel modern?

• Is the software usable across both desktop and mobile devices?

• Is the user interface intuitive for new users, requiring less training?

Integrations

Software applications don’t exist in a vacuum. Your agency likely already uses a host of other programs, and adding another one to the mix isn’t sustainable unless a new solution can seamlessly communicate with existing software.

That’s where integrations come in. Integrations build bridges between a vendor’s software and other programs. As you evaluate the integrations capabilities of different vendors, ask:

• What existing applications in our agency does the new CRM need to integrate with in order to achieve success on our end? 

• Are the integrations productized (turnkey solutions) or custom one-time solutions?

• Will the company build custom integrations if needed?

Security

Data breaches can be costly for government agencies – both in dollars and public trust lost – making data security features an incredibly important consideration when evaluating CRM software.

• How often does the company perform data back-ups?

• How is data stored in order to mitigate loss?

• Is single sign-on offered?

• Does the vendor offer application monitoring with notifications if an application goes down?

• Does the solution offer role-based permissions to control staff access to sensitive information?

Implementation and Support

Support before, during, and after implementation are all critical to ensuring success with your new CRM. This is an area that may differ widely between competitors. Ask:

• What type of customer support is included with the application? Will we have a dedicated account rep?

• Does the company provide a knowledge base or other online resources for staff?

• Does the company provide role-based training to help educate staff on how to use the software?

Pricing / Total Cost of Ownership

Pricing structures differ between companies. Gathering information on upstart and ongoing costs will outline the total cost of the product over the contract and help determine whether the investment is a good value.

• What are the pricing models and tiers (e.g. per-seat licensing, or population-based)?

• Are there any up-charges, additional product charges, server license charges, or maintenance charges?

• Are there charges for usage above preset limits or for storing files?

• Are there charges for integrating applications and data sources?

Comcate: CRM Software Designed Specifically for Local Government Agencies

The market has no shortage of CRM solutions, but not every solution was designed specifically for government agencies. Comcate was founded by local government leaders that believe municipalities deserve modern, affordable, flexible software. When designing our CRM solution, we combined the power and usability of private-sector solutions with the deep understanding of agency needs that comes from more than 20+ years in the industry.